Account Manager, Energy Efficiency (Customer Success)

The Company You’ll Join

The Position and the Team You’ll Work With

As an Account Manager/Customer Success Associate, you will be a key player in ensuring a seamless and positive experience for our customers. Your primary responsibilities will include coordinating customer interactions, managing support inquiries, tracking and reporting on program performance and collaborating with internal teams to advocate for and address customer needs. As part of Bidgely’s revenue organization, you will coordinate cross-functionally with Product, Engineering, Analytics, Finance, Marketing, and Sales to deliver multi-year, multi-million dollar regulated utility contracts.

About You

• Quality - You are passionate about a clean energy future

• Curious and Innovative - Absorb, learn and challenge the status quo to make things faster, better, cheaper, and more successful. Even small changes cumulate to drive a big impact.

• Result Driven -Be dedicated to delivering stellar outcomes, and accept nothing less. Know your goals, chart your path, and execute with precision and passion

• Graduate degree in a strong interdisciplinary environmental studies (energy efficiency) or business programs or:
• Undergraduate degree and 2-3 years of professional experience in a relevant industry (consulting, utility program delivery, etc)

• 2 years of previous experience in customer support, customer success, coordination, or a similar customer facing role.
• Detail-oriented with excellent organizational and multitasking abilities.

• Ability to think “big picture” and strategically address customer needs across various accounts.
• Ability to monitor customer health and proactively identify and mitigate churn risks.
• Familiarity with CRM software and customer support tools.
• Experience with Customer Success and Project Management (Wrike), Excel, and Engineering (JIRA) Tools.
• Excellent communication and comprehension of technical issues when working with the customer and our engineering teams.
• Customer-centric mindset with a focus on delivering exceptional service.
• Proactive and able to take initiative.
• Collaborative team player and ability to work collaboratively with cross functional and international teams.
• Ability to adapt in a fast-paced and dynamic environment.

• Customer Support Coordination: Serve as a point of contact for customer inquiries and support requests, coordinating responses and resolutions.
• Communication Hub: Facilitate effective communication between customers and internal teams, ensuring timely and accurate information exchange.
• Onboarding Assistance: Assist in the everboarding process for customers, providing guidance and support to the account owners.
• Issue Tracking and Resolution: Utilize CRM and engineering tools to track customer issues, collaborating with relevant teams to ensure prompt resolution and customer satisfaction.
• Customer Training Sessions: Coordinate and schedule customer training sessions, ensuring that customers are well-versed in using our products to meet their specific needs.
• Feedback Collection: Gather customer feedback on their experiences, preferences, and pain points, providing insights for continuous improvement.
• Renewal Support: Collaborate with the Customer Success team to support the renewal process, ensuring a smooth transition for customers in their renewal phase.
• Documentation and Reporting: Maintain accurate records of customer interactions, generate reports, and provide insights to improve overall customer success strategies and outcomes.
• Acquire a deep understanding of the energy market and how Bidgely can play a disruptive role in creating a more energy-efficient future.
• Understand Bidgely products in order to be the voice of the customer and influence product development and schedules.
• Collaborate with the Bidgely Sales and Strategy & Growth team to present our solution in a comprehensive and compelling way to win business
• Gain an in-depth understanding of the regulatory environment and the opportunity and risk it creates. Keeping up on trends, changes, and competitor actions that might impact your customer.
• Develop a trusted advisor relationship with key stakeholders (Program Management, IT, Exec Sponsor, etc.) at existing customers.

Why You’ll Love Working At Bidgely

• We provide the tools you need to execute your role including home office set up
• Employee discounts on movie tickets, technology, pet insurance and more!
• Opportunity to grow with a startup - we offer stock options!
• Opportunity to work within a passionate team united by the goal of a clean energy future
• Professional development network access
• Access to mentorship programs

• Flexible working arrangements

• Medical, Dental and Vision Insurance coverage from day one
• HSA, FSA and DCFSA plans
• Bereavement leave
• Unlimited and Flexible Paid Time Off
• Annual wellness stipend
• Annual professional development stipend
• 401(k)
• 6 Weeks Paid Parental Leave
• Access to wellness resources through InsightTimer
• Employee Assistance Program (EAP) with support for your whole family

• Community service day

Travel Requirements:

The role is remote with up to 10% travel to customer sites and our headquarters

Equal Opportunity Statement

Compensation Range